Level 1 Help Desk
Minneapolis, MN 55404
Voca has an immediate opening available for a Level 1 Help Desk Specialist in Rochester, MN! Interested candidates will email current resume to Chad Miller at firstname.lastname@example.org and call 952-303-8107.
- Client company is migrating from a fully client-based Exchange and Office 2010 environment to Office 365.
- The 365 Program will migrate 65,000+ end users to new Microsoft (MS) license models which will impact end user functionality and experience.
- To ensure security, the project will also deploy a new two factor authentication (MS Azure) when end users access MS Office via the cloud.
- MS Azure Two Factor will replace SecureAuth as the current two factor toolset used to access MS Webmail.
- Will provide end user support throughout the life of the Office 365 project based on the people, process and technology details listed.
- Will utilize ServiceNow instance for all ITSM processes.
- Will utilize B2B VPN to virtual desktops to access troubleshooting tools such as device doctor remote desktop agent.
- Will support the implementation of MS Azure two factor authentication.
- Will comply with all Information Security tools and policies while providing end-user support.
- ITIL Based Incident, Knowledge, Service Request and Problem Management Process experience.
- Defined, documented and applied Level 1 training program established and utilized with a focus on increasing first contact resolution and identifying expanding end user self-service opportunities.
- Monthly Agent Reporting process including customer satisfaction, first call and second call resolution percentage, speed to answer and abandoned call rate KPIs for agents / contact center as appropriate per service.
- Experience in supporting migrations to MS Exchange and transitions to the Microsoft Office 365 online suite of applications.
- Customer Oriented; Collaborative within team environment.
- Call Center Experience.
- Attention to detail.
- Demonstrated documentation skills in an ITIL based contact center.
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